AccountId: 011433970860
ContactId: 45500ccc-53a1-4a74-83cd-699329cd3946
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342529 ms
Total Talk Time (AGENT): 143938 ms
Total Talk Time (CUSTOMER): 176828 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/45500ccc-53a1-4a74-83cd-699329cd3946_20250328T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I had got some information and I pulled the the cancer claim form off, but it's a very short form and another thing I need to know how to can I email that form, the claim form back or what is is it really that short, the claim form?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, let me see, let me pull it up on our site.
[CUSTOMER][NEUTRAL] Because it asked me for my section A is about the insured, uh, section B is about the patient, but it just gets the names and the date of birth, then section C is like non-local transportation.
[CUSTOMER][NEUTRAL] And family member lodging which we have none of that because we are local here at home and that's it. uh I just wanna make sure I did everything and then at the uh the cancel claim form and get the policy number of the person on the claim, his birthday and then he just signed it and that's it.
[AGENT][NEUTRAL] Yep, that's it that's what the form is yeah and so you can there's a couple ways to send it through email is not an actual option because it we don't have a secured email site um you can fax it, um, you can mail it or you can upload it to the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, fax uploaded to the portal, so if I'm, I'm in my portal I just upload all the information.
[AGENT][NEUTRAL] Uh-huh. Yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK, I think that'll be easy. I just need to upload it and then send it in. OK, and then what is that?
[AGENT][POSITIVE] Yeah, that's usually the easiest.
[CUSTOMER][NEUTRAL] What is that benefit?
[AGENT][NEUTRAL] Um, what, do you have your policy number handy?
[CUSTOMER][NEUTRAL] I do, it's uh let me get it.
[CUSTOMER][NEUTRAL] It is 223-282-3.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And is it for yourself or for a spouse or?
[CUSTOMER][NEUTRAL] It's for my hus it's for my husband [PII], mhm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me let me verify just a few pieces of information with you if you don't mind. What's your birth date?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good callback number just in case I lose you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then last thing would be your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, let's see what it covers.
[AGENT][NEUTRAL] Let me pull this up.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] OK, so there's a benefit for radiation, chemotherapy, or immunotherapy. It's $15,000 paid out in a 12 month period.
[AGENT][NEUTRAL] Um, hor hormone therapy, $50 per treatment up to a max of 12 treatments, and this is not a guarantee.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well this is all set.
[AGENT][NEUTRAL] So, go ahead.
[CUSTOMER][NEUTRAL] This is onset of prostate cancer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the onset, uh huh.
[AGENT][NEUTRAL] OK, so he has been diagnosed with actual cancer, correct?
[CUSTOMER][NEUTRAL] Uh huh yeah uh huh.
[AGENT][NEUTRAL] OK, OK, OK, um, just have to give a quick disclaimer. This is not a guarantee of payment. It's a basic outline of your policy, um, let's see, so.
[CUSTOMER][NEUTRAL] About the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For a first occurrence of internal cancer, there's a lump sum benefit of 5000 that's payable.
[CUSTOMER][NEUTRAL] Look up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, if, if it was related to heart attack or stroke first occurrence, it's 5000.
[AGENT][NEUTRAL] So that's, that's basically those are the um benefits on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, so let me ask you this. So he, he hasn't started either there like chemo or anything radiation or anything. So is that a different thing if when he starts that?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] When he starts that, that's when you would file your claim, and then is this his first occurrence with cancer?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so that you can also uh send that claim in as well. Um, you'll need to be sure and submit like doctor's records that that state the diagnosis of cancer and when it was diagnosed.
[CUSTOMER][NEGATIVE] Yeah, I got all that now so I just can't send the first account in because they haven't given me any.
[CUSTOMER][NEUTRAL] You know when he's gonna start the other, so the first occurrence, can I send that in?
[AGENT][POSITIVE] Yes, absolutely, yeah.
[CUSTOMER][NEUTRAL] OK, OK, OK, and so, OK, I'll upload it and send it in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's that's OK, OK, and then when if you know if and when we talk to them and they said um as far as uh radiation or chemo then I'll get back. I mean this is new to me so I'm I got a lot of questions.
[AGENT][NEUTRAL] Oh, no, no worries. Yeah, I totally understand. Yes. So when you determine his treatment plan, and if that includes radiation and chemotherapy, that's when you'll submit that next claim.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK, OK, got you. OK, well I'll get this over. I'll upload this in the system.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] All right, thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.